Frequently Asked Questions
What can I do with an online account?
My Account is our online self-service platform giving you 24/7 access to view and change details of your energy account. With Online Services, it's easier to keep an eye on your account.
You can manage all your personal and small business electricity and natural gas accounts, including being able to:
- View your account balance and total amount to pay
- Make one-off credit card payments
- Set up SmoothPay and direct debit payments
- View bills for the last 24 months
- Change your email or contact details
And there a few more additional benefits:
- I'ts mobile friendly
- You can also use our handy app
How do I register for an online account?
It's easy to register, simply go to My Account and
1. Enter your email (this will become your username)
2. Account number and
3. Choose a password
Almost there. Once you have registered, we'll send you an email to activate your account. Click to activate and you're all set to manage your account.
Can I look at all my Contact electricity and gas accounts online?
You can access My Account for all your personal and small business electricity and natural gas accounts, apart from your Contact Rockgas LPG account and any PrePower accounts.
My Account isn't available to Commercial & Industrial customers on a Time of Use meter.
Where do I find my usage information online?
The "Usage History" graph provides a monthly view of your usage (including your average daily spend).
If you've been with us a while, then you'll also be able to view your monthly usage compared to the previous year.
Do you have a Smart Meter? If so, you may be able to drill down to daily and hourly information by clicking the "Your Last 100 Days Usage" button.
Can't see your usage information? No problem, it might not be there yet. If you have recently moved to us, or if you have recently had a smart meter installed, your usage information will be available after your first invoice since the change.
How do I change from paper to email correspondence online?
This is a great option that helps you avoid the paper bill fee*. It’s easy to set up. Simply log into My Account and select “Billing and Payments” then “View Bills”.
Next to the option “Receive all correspondence by email” switch the button to “On” and your next bill, as well as all other correspondence (where available), for the selected account number will arrive by email.
*$1.10 (incl GST) fee applies to each paper bill
Why am I not receiving my bills by email?
If you're experiencing issues receiving your bills on time, check your spam or junk folder, and also ensure your email address in your contact details in My Account.
Where can I see when my next meter reading is due?
If you have your bill handy, your next meter reading date shows on the top right on the first page of your bill.
Or if you are online, go to My Account, view "Account Summary" and then select "My Account Details".
Sometimes due to unforeseen events, our meter readers may be a day or two either side of the scheduled date.
How do I know if my bill is based on an actual meter read?
If you have your bill handy, you can find this on page two of your bill. Locate where your electricity or natural gas charges are printed and here it will show the "Electricity Reading Type". Still unsure what you are looking for? No problem, check out our Bill Example for further explanation.
Or if you are online, go to My Account , view "Bills" and check the "Bill Type" in the details section.
Helpful guides
Where can I download the app from?
Simply click on your badge below or search 'Contact Energy' in your app store and you're away.
By installing and using the Contact App, you agree to our Full Terms and Conditions of Use.
What devices are supported by the app?
For Apple Users:
- The app is supported on the version iOS8 and above
- To check which version of iOS you're on, please go to your Settings, tap on General, then About
For Google Android Users:
- The apps are supported on OS versions 4.4 and above
- To check which version of Android you're on, please go to your Settings, tap on More, then on About Device
What can I do on the app?
Our Mobile App gives you 24/7 access to view and change details of your energy account.
The features available differ depending on your individual account, including being able to:
- View your account balance and total amount to pay
- Make one-off credit card payments
- Set up SmoothPay and direct debit payments
- View bills for the last 24 months
- Change your email or contact details
- Move or add a property
- Give us feedback
- Tell us your meter reading(s) if you want to keep us up to date.
- Get quick access to key contacts if you have faults or outages in your area
Is my information secure in the app?
Yes, we take keeping your information private seriously. We store your personal data in accordance with the Privacy Act 1993.Payments made using the mobile app are secured by DPS/Payment Express.
For full details on our privacy policy, click here.
Does the app use my mobile data?
The Mobile App is required to be used over the Internet via data or wifi. Standard use of the app uses a minimal amount of data.